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The Consumer Care Representative works under close supervision and follows specific procedures and detailed instructions to make initial contact with taxpayers, to inform them of delinquencies in their accounts and to advise them of the existence of several specific repayment and resolution options. The Consumer Care Representative makes routine collections and forwards more complicated accounts to the Manager or other staff for resolution. The Consumer Care Representative may perform entry-level information gathering and verification for certain accounts when more senior employees, managers or the client have either recommended an account for Administrative Wage Garnishment/Litigation or have determined that the full balance cannot be collected due to bankruptcy, incarceration, medical disability, or death on the part of the taxpayers. In this role the position follows detailed instructions and procedures to contact employers, health care professionals, corrections/prison officials, state and county records departments, taxpayers, and/or other third parties by telephone and/or in writing to request, gather, and file necessary account information. Under close supervision and using the specific scripts and procedures, the position may conduct follow-up communications with the taxpayers and employers regarding wage garnishment or repayment. The Consumer Care Representative may receive and submit to the client hearing requests from taxpayers.

• Skip-tracing taxpayers to locate current residence and employment information
• Handling incoming and outgoing collection calls
• Negotiating balance in full payments, payment arrangements or legal referrals
• Reviewing accounts and schedule contact dates for follow-up calls
• Reading and following scripts verbatim
• Follow Federal/State laws and company policies
• Documenting interactions with taxpayers
• Additional duties as assigned based on the line of business

Education

Knowledge, Skills, and Abilities

• Reading and typing
• Working knowledge of modern office procedures, methods, and computer equipment
• Excellent communication skills
• Principles and practices of customer service
• Establish a good working relationship with team members and internal contacts in order to maintain and continuously strive to improve the level of overall service being provided
• Good organizational skills and attention to detail
• Ability to comply with rules, regulations, laws and methods related to debt collection
• Work independently in the absence of immediate supervision
• Ability to handle and resolve recurring problems
• Successfully complete and pass the FDCPA test
• Successfully be approved to work on the contract, per the client’s requirements, state licensing and background check procedure

Clearance

As a federal contractor, this position requires U.S. citizenship and security clearance granting access to classified information. The background investigation is conducted by the Office of Personnel Management (OPM) and is an evaluation of the whole person to determine suitability. The suitability review begins after a conditional offer of employment has been accepted and will include a review of your employment, education, residences, references, criminal history and credit, as an example. Some of the most important factors in an investigation are the individual’s honesty, candor, and thoroughness in the completion of their security forms. In rare instances, non-U.S. citizens with highly specialized skills and experience may also be considered for the security clearance process.

This position requires you to be eligible to be licensed as a collector in certain states. Coast will submit and maintain all required individual collector licensing on your behalf.

Information and Physical Security is the responsibility of every employee. In your position you are required to safeguard the computer systems by following proper username and password management which includes selecting challenging passwords and committing them to memory, they should not be written down or stored where others can freely have access. This also includes securing your desk and workstation when you are not there. This includes locking your session and putting sensitive paperwork away when not physically at your desk. You are not to share your username or password with anyone. The physical security of our offices are of equal importance, never shadow or let someone shadow your entry into a Coast Professional, Inc. facility. If this occurs quickly report this action immediately. You are required to follow all Information Technology policies and procedures regarding the management of your system accounts and equipment. If you witness any security violation you should immediately report it to management.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the physical presence in the workplace is essential. The employee is regularly required to talk or hear. The noise level in the work environment is usually moderate. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.

Medical Benefits

For a position at this level, Coast will pay $630 per month for medical coverage for the employee. Coverage begins on the first day of the month following 60 days of employment. Eligibility and participation are subject to the terms outlined in the applicable Summary Plan Description.

Dental and Vision

For a position at this level, Coast offers optional buy-up plans for dental coverage. Coverage begins on the first day of the month following 60 days of employment.

Paid Time Off

Paid Holidays: 11 Federal holidays

Sick Leave: At the start of employment, employees will begin accruing one hour of paid sick leave for every 30 hours worked, with a maximum accrual. Employees may not use more than 40 hours of sick leave in any benefit year.

Paid Vacation: Beginning on the one-year anniversary of employment, 10 days of vacation will be awarded. Thereafter, additional vacation will be awarded on each anniversary with vacation accruals increasing on five-year incremental anniversaries.

Retirement

Currently offered through TransAmerica.

Employees become eligible to participate in Coast’s 401k plan the first day of the quarter following successful completion of a 60-day waiting period beginning with their start date. Eligibility and participation of the 401k plan are governed by the terms and conditions set forth in the Summary Plan Description.

Currently, and only by way of summary, Coast will match up to 3% of contributions made after one year of employment.

Term Life Insurance

For a position at this level, Coast provides company-paid term life insurance with a $10,000 death benefit upon successful completion of a 90-day introductory period.
Additional Voluntary Benefits

• Health Savings Account (HSA): Available when enrolled in Bronze medical plan
• Accident insurance offered
• Employee life insurance (additional coverage available at employee cost) offered
• Spouse and child life insurance options offered
• Short and long term disability offered
• Employee assistance program (EAP)
• Employee referral bonuses
  * Note: Plans, coverage options, and company contributions are subject to change during annual open enrollment.

This job description reflects management’s assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing in the herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Coast Professional, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, protected veteran status, genetic information or any other categories protected by applicable law.